Service Desk Analyst
Buchanan Technologies
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Benefits offered by this job
Job summary
Buchanan Technologies in Charlottetown, PEI, is seeking a Service Desk Analyst to be the first point of contact for customers across North America. You will provide friendly support by phone, chat, and email while resolving technical issues and guiding users through steps with empathy.
The role blends customer service with hands-on IT troubleshooting for Windows 10/11, Microsoft 365, and common business applications.
Qualifications
- Minimum: High School Diploma or equivalent; strong customer service and communication skills.
- Basic computer proficiency and ability to document information accurately while speaking with customers.
- Ability to work independently and in a team environment.
Responsibilities
- Provide friendly, professional support via phone, chat, and email.
- Troubleshoot hardware, software, password, access, email, printing, and connectivity issues.
- Support Windows environments, Microsoft 365, mobile devices, and common business apps.
- Document incidents and service requests with detailed ticket records.
- Escalate complex issues to specialized teams as needed.
Skills
Education
Tools
Job description
IT Support & Service Desk Charlottetown , Prince Edward Island 10445 Oct 14, 2026
Location: On-Site Charlottetown OR remote New Brunswick/Nova Scotia/Manitoba
Schedule: 40 hours weekly, 8-hr shifts falling within 9AM-9PM AT
Training Schedule: 1-2 Weeks Monday-Friday 10AM-630PM AT
At Buchanan Technologies, our Service Desk Analysts are the first point of contact our customers across North America and around the world. We are looking for customer-focused professionals who enjoy helping people, solving problems, and delivering exceptional service experiences. This role combines customer service excellence with technical troubleshooting. You will support users through phone, chat, email, and self-service channels while resolving technology issues and ensuring every interaction leaves the customer feeling supported and valued. Whether you are beginning your IT career or bringing previous service experience, we provide training, mentorship, and growth opportunities to help you build a successful career in technology.
- Deliver friendly, professional, and empathetic support to end users
- Create positive customer experiences during every interaction
- Communicate technical information in a clear, easy-to-understand manner
- Manage customer expectations and follow through on commitments
- Maintain a high level of customer satisfaction and professionalism
- Troubleshoot hardware, software, password, access, email, printing, and connectivity issues
- Support Microsoft Windows environments, Microsoft 365 applications, mobile devices, and common business applications
- Utilize knowledge bases, diagnostic tools, and established processes to resolve incidents
- Perform account administration tasks including password resets and user access requests
- Escalate complex issues to specialized support teams when appropriate
- Accurately document incidents, service requests, troubleshooting activities, and resolutions
- Maintain detailed and professional ticket records within the IT Service Management platform
- Meet service level objectives for response times, quality, and customer satisfaction
- Contribute to knowledge articles and continuous improvement initiatives
- Work effectively with colleagues, leadership, and support teams across multiple locations
- Participate in training, coaching, and skill development activities
- Share knowledge and best practices with team members
- Support organizational initiatives focused on quality, automation, and service excellence
- Enjoy helping others
- Have a positive and professional attitude
- Are naturally curious and enjoy solving problems
- Communicate clearly and confidently
- Remain calm under pressure
- Learn new technologies quickly
- Take ownership of issues and follow them through to resolution
- Thrive in a fast-paced environment
- Microsoft Windows 10/11
- Microsoft 365
- Active Directory / Entra ID
- Outlook and Exchange Online
- VPN and remote access tools
- Printers and peripheral devices
- Mobile device support (iOS and Android)
- Basic networking concepts (DNS, DHCP, TCP/IP, Wi‑Fi)
- IT Service Management tools (BMC Helix, ServiceNow, Jira, etc.)
- High School Diploma or equivalent
- Strong customer service and communication skills
- Basic computer proficiency
- Ability to type and document information accurately while speaking with customers
- Ability to work independently and within a team environment
- Previous customer service, call center, retail, hospitality, or technical support experience
- Associate's or Bachelor's degree in Information Technology, Computer Science, or related field
- IT certifications such as CompTIA A+, ITIL Foundation, Microsoft Fundamentals, or equivalent
- Experience supporting users in a professional environment
- 24x7 operation supporting clients across North America
- Various schedules available, including evenings, weekends, and holidays
- Opportunities for remote, hybrid, or office-based work depending on business needs
- Collaborative team environment focused on growth, coaching, and career development
Many of our leaders, engineers, trainers, and technical specialists began their careers on the Service Desk.
Potential career paths include:
- Senior Service Desk Analyst
- Team Lead
- Workforce Management Analyst
- Quality Assurance Analyst
- Knowledge Management Specialist
- Technical Support Specialist
- Systems Administrator
- Service Delivery Manager
- Competitive compensation
- Paid training and career development
- Certification assistance
- Employee recognition programs
- Opportunities for advancement
- Collaborative and inclusive culture
- Exposure to a wide variety of technologies and industries
Join a team where customer service and technology come together to make a difference every day.
Buchanan Technologies provides equal employment opportunities to all employees and applicants seeking employment. We are committed to diversity, equity and inclusion work environment for all. We welcome applications from all qualified individuals without regard to race, color, religion, gender, sexual orientation, age, national origin, disability, protected status, and/or any other legally protected statute under Canadian Human Rights Commission. This commitment extends to all aspects of employment including recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
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